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Category Archives: Soft Skills Training |
the organisations Customer Complaint Process and Procedures how to understand your customers’ points of view how to build effortless rapport with your customers the most effective questioning and listening techniques writing to your customers’ effectively and efficiently how to be assertive without being aggressive to your customers’ excellent real-time case studies of complaint resolution, and how they were resolved Be warned: This course is highly practical and interactive. Come along keen…
Understanding the Data Protection Act Conforming with legislation in:- working environment practises & procedures Key principles of the Act Legal obligations and penalties Role and power of the Information Commissioner The meaning of Equality & Diversity The legislation of E & D How E & D can positively enhance the working environment Use of appropriate behaviour Use of appropriate language
- Difficult behaviour types – Differences between emotional & rational mindsets – Introduction to the adrenalin cycle – Impulse & Outcome - Triggers in the workplace – Effective communication – fact v’s emotion – assertion v’s aggression – Managing expectations in yourself & others – Stop, think, respond technique – diffusing – calming – win win
Understanding the Media What motivates journalists Different types of interviews Interview skills Developing your own communication skills How to write, present and sell your news release How to prepare for your interview and take control Handle an interviewer with confidence This course is highly interactive using a series of role-play, simulation and case studies to deliver a high impact experience to the attendee Be Warned: This course is highly practical…
Effects of poor communication Benefits of effective communication Body language The importance of listening The art of effective questioning Your voice rhythm speed volume pitch Understand different behaviour types passive assertive aggressive Benefits of assertiveness The use of empathy Delivering positive & negative feedback Self talk stop, think & respond technique
Question / probing Empathy / understanding Listening techniques Detailed job description Detailed person Profile Preparing effective & informative questions for the candidate Interviewing preparation Interviewing structure Interviewing practice Action plan People taking Interviewing Skills Training Course were also interested in: Supervisory Skills Training Time Management
Effects of poor communication Benefits of effective communication Body language The importance of listening The art of effective questioning Your voice rhythm speed volume pitch Understand different behaviour types passive assertive aggressive Benefits of assertiveness The use of empathy Delivering positive & negative feedback Self talk stop, think & respond technique
Understanding core values Management skills / styles Equality & diversity Breaking the delegation barrier Managing your boss Managing yourself Managing different people / different behavioural types Leading and developing your team Effective communication skills Successful team meetings Course review & evaluation
Time / life balance Planning ahead Prioritising your workload The ‘pareto principle’ – 80/20 rule Goal setting The art of delegation Time wasters and how to deal with them Top tips for improving your time management Understanding and managing ‘stress’ effectively Trigger factors De-stressing techniques Look good to feel good Stress questionnaire
Understanding and defining equality and diversity The legislation covering equality of opportunity Good management practice Your legal requirements Recognising discrimination Challenging prejudice and discrimination The importance of appropriate language and conduct in the workplace Problem situations and challenging inappropriate behaviour The way forward Summary and evaluation